You may have had an appointment or test call that didn't get completed because of audio/video issues. Occasionally this is due to poor internet connectivity. More often than not its due to a settings issue.
If you have not allowed Surelink (the assessment platform) permission to access your camera and microphone you will need to remedy this (or you can try using a different device).
I clicked “Block” instead of “Allow” when joining the video call. How do I fix this?
I see the following error message. What do I do?
Answer 1: If you are using a laptop or computer (including Mac) with a Google Chrome browser:
a. Click the icon in the top right corner with a picture of a video camera with a red cross as shown below.
b. In the menu that appears, click “Always allow …”, click “Done” and then refresh the browser page you are in using the reload button.
c. As shown in the image above, please select the microphone and camera hardware that you wish to use for your video call assessment by clicking the drop down arrow and selecting the desired device.
Answer 2: If you are using an Android mobile phone using Google Chrome:
a. Click the padlock icon at the top right of the web address bar and click “Permissions”.
b. In the permissions menu, click the toggle buttons next to Camera and Microphone to ensure they are both turned on.
c. To close the permission menu, click outside of the area and refresh the browser page swiping down from the top or click the refresh button.
Answer 3: If you are using an iPhone with the Safari browser:
a. Click on the “Suremploy” logo at the top of the screen to take you back to your booking page.
b. Click on the “Join Call” button again to reload the video call page and allow access to your camera and microphone